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Callbot is an artificial intelligence application solution that acts as a “virtual call center” thanks to its ability to automatically receive and make calls to customers according to pre-set scenarios. Currently, callbot is becoming a popular trend, providing opportunities to optimize workflows for businesses with large customer files, while promoting the digitalization process to improve service experience.
To effectively utilize this solution, businesses need to thoroughly understand callbots, including the benefits, challenges when implementing as well as basic instructions on how to use them. These important contents will be mentioned in detail by FPT.AI in the following article.
What is a Callbot?
Callbot is an AI voice assisstant that is capable of receiving or making calls to customers, and at the same time processing, classifying requests or forwarding them to specialized departments when necessary.
Unlike AI chatbots, callbots operate mainly on a voice platform instead of text messages, especially through the telephone switchboard system. One of the strengths of callbots compared to traditional IVR (Interactive Voice Response) is the ability to respond quickly, continuously and make thousands of calls at the same time based on available scenarios.
Thanks to these advantages, callbots are being widely used by many businesses with large customer bases, especially in industries that require interaction via voice channels. Nowadays, it is no longer strange to see automated calls with content such as “Hello, how can I help you?” or “I’m calling from the customer care center”.
>>> EXPLORE: What is a Voicebot? Is Voicebot and Callbot the same?
How does Callbot Work?
To better understand callbots, it is necessary to consider the process of receiving, processing requests and responding to customers as well as the supporting technology behind them. In general, Callbots operate based on the following basic process:
- Speech to Text Recognition and Conversion: The system detects and recognizes voices and then converts text using Speech to Text technology.
- Natural Language Processing and Intent Analysis: Text will be analyzed and intent determined using Natural Language Processing (NLP) and Natural Language Understanding (NLU) technology.
- Dialog Management: Based on available data, the Dialog Management system compares customer questions with the database and programmed scenarios, thereby providing appropriate answers.
- Text to Speech: The response content will be synthesized into natural speech thanks to Text to Speech technology, giving customers a realistic experience as if they were chatting with a human.
This whole process takes only a few milliseconds, ensuring a fast response speed.
In addition, some AI Callbots can also integrate the following technologies to provide a personalized experience for customers:
- Voice Biometrics: Supports user authentication via voice so that Callbot can identify who is on the other end of the line
- Voice Sentiment: Helps identify customer emotions (negative, positive or neutral) so that the virtual assistant can give appropriate responses.
Benefits of Callbots in Business
As businesses increasingly automate their customer service processes, business callbots are emerging as a superior solution. Here are 6 key benefits of AI call center assistants:
Automate repetitive tasks, optimize costs, time and human resources
Businesses with large customer bases and frequent interactions via voice channels must maintain a large team of call center agents to handle repetitive tasks with high frequency such as receiving calls, consulting, answering questions, making outbound calls to market products or reminding customers about payment schedules.
The pressure from a large number of calls can affect service quality, causing call center agents to be overloaded, leading to decreased work efficiency. Many businesses even have difficulty maintaining call center personnel, as the rate of resignation in this position can be up to 30% per year.
Callbot, thanks to the application of artificial intelligence, can automatically receive and make calls, helping businesses reduce the workload for employees. Callbot has the ability to respond to customers according to pre-set scenarios or forward calls to specialized departments when necessary.
This automation not only shortens processing time but also improves the overall efficiency of customer service. Thanks to that, businesses can streamline operations, optimize costs and significantly improve customer experience.
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Improve customer service with fast, 24/7 response
Completely different from traditional call centers, business callbots are always ready to serve customers day or night. Without human intervention, callbots can handle thousands of calls in batches, understand and respond to customer requests in less than 3 seconds, ensuring a seamless and efficient experience.
Personalize the customer experience
Previously, customers often had to wait 2-3 minutes to connect with a call center operator. After presenting the problem, they had to continue waiting to be transferred to specialized departments, leading to a feeling of discomfort and an unpleasant experience.
With the appearance of Callbots, customers will quickly receive responses close to the issue they are interested in. Virtual assistants can identify specific needs, respond flexibly and bring a more natural experience.
Callbots can also automatically collect and record information from conversations, helping businesses collect valuable data about customer behavior and preferences. Thanks to that, businesses can promote products to the right audience, improve marketing effectiveness and increase conversion rates.
>>> EXPLORE: What is Sentiment Analysis in NLP? How it works & Benefits
Practical Applications of Callbots
In the Healthcare Industry, callbots help automate interactions with patients, reduce pressure on healthcare staff, and improve the care experience. Apollo Healthcare Group, India, has deployed callbots for remote health consultations, assisting patients in booking appointments and providing information on healthcare programs. In 2021, this solution helped increase the number of patients accessing healthcare services by 40%, especially in rural areas.
The banking industry’s callbot application supports handling common requests such as account balance inquiries, interest rate information, exchange rates, and 24/7 service instructions, helping to reduce the workload for staff and improve the customer experience. Bank of America has developed virtual assistant Erica, a Callbot that helps customers check balances, track transactions, pay bills, and provide personal financial information. Erica helps customers make transactions conveniently and quickly.
What are the barriers that businesses need to pay attention to when implementing Callbot?
Despite the many benefits, businesses also need to consider some challenges when applying callbot to their operations.
- Technology knowledge requirements: Businesses need to equip themselves with basic and in-depth knowledge of digital trends as well as appropriate technology platforms to effectively deploy callbot. This barrier can be solved by cooperating with reputable suppliers who have implementation experience and are willing to advise on strategies suitable to business needs.
- High initial investment costs: Deploying callbot may require a larger investment cost than a traditional switchboard, especially in the early stages. However, in the long run, this system helps businesses save significantly on operating costs, reduce call center staff, improve customer care efficiency, increase conversion rates and strengthen brand reputation.
>>> EXPLORE: What is Speech Recognition? How Speech Recognition works
Instructions on how to effectively deploy Callbot for businesses
To maximize the benefits of Callbot, businesses need to:
- Determine the purpose of use: Businesses need to determine what tasks Callbot will perform: Making outgoing calls, receiving incoming calls, supporting customer care, marketing products, reminding appointments, supporting closing deals, etc. Clearly defining the needs helps optimize the Callbot’s functions according to business goals.
- Determine target customers: Understanding the customer file helps businesses design conversation flows, choose appropriate content and voice. The more personalized the Callbot experience, the higher the ability to interact effectively with customers.
- Choose the right technology: Each Callbot platform can integrate different advanced technologies, such as: voice biometrics, voice analysis or machine learning. Businesses need to determine the necessary features to choose the most optimal technology solution.
- Build a conversation script: Callbots work effectively when they have a tight conversation script, helping to guide customers naturally and professionally. When building a script, businesses need to ensure that the content is accurate, easy to understand, the tone reflects the brand style, and there are reasonable breaks to create a realistic experience
- Test before deployment: Before officially putting into use, Callbots need to go through a trial run to check the accuracy of the response, promptly adjust and optimize the script according to actual feedback
- Monitor, evaluate and optimize continuously: After deployment, businesses need to regularly monitor Callbot performance, collect feedback from customers and make adjustments to improve the user experience, ensuring optimal operating efficiency over time.
FPT AI Engage Callbot is equipped with technologies such as Natural Language Processing (NLP), Speech Synthesis and Dialog Management. Possible solutions:
- Receive incoming calls and support outgoing calls.
- Product consulting.
- Payment reminders.
- Credit collection
- Smart Interactive Voice Response (Smart IVR).
- Chatbot management on online channels such as Facebook, Zalo and Website
The solution is also integrated with a knowledge base (Knowledge Base), which helps the bot not only understand questions but also make flexible recommendations, significantly reducing the dependence on fixed scripts and cutting the number of calls requiring support staff to only 5%. In addition, this consulting AI assistant can handle complex tasks such as cross-sales and telesales with high conversion rates, helping businesses optimize the consulting process and improve customer service efficiency.
Home Credit Vietnam has deployed FPT AI Engage to automate 12 million calls per month, achieving a success rate of over 98%. As a result, call center agents can focus on more complex tasks such as in-depth consulting and sales, while businesses can reduce up to 50% of operating costs, including telecommunications and personnel training.
FPT Shop also took advantage of FPT.AI’s Callbot to automate more than 5,785,000 calls in the first 6 months of 2023, with the goal of surveying service quality from customers after purchase and achieving a success rate of up to 98.9%. Thanks to that, they can come up with measures to improve service quality in a timely and reasonable manner.
Learn more about FPT AI Engage at:
Other FAQs about Callbot
Are Callbot and Voicebot the same?
Callbot and Voicebot are different, although they are both based on Conversational AI. Voicebot is a virtual voice assistant that can communicate with humans through natural language on many different channels such as phones, speakers, computers, tablets. Callbot is just a type of voicebot specifically designed for call center channels.
Can Callbot scripts be updated after installation?
Absolutely. Businesses can adjust Callbot scripts based on actual customer feedback or when new business needs arise. However, it is necessary to discuss with the service provider in advance to determine whether the update will incur additional training costs.
Can Callbot understand all customer questions?
Callbot can handle most common questions that customers often ask. However, in some cases, Callbot may not fully understand the user’s intention. In that case, the system will automatically transfer the call to the operator to ensure timely support. Some AI Callbots also have the ability to self-learn, helping to improve recognition and response over time.
For detailed advice and specific quotes, you can contact FPT.AI via:
Hotline: 1900 638 399
Website: FPT.AI
Applying callbots in work not only helps businesses operate more effectively but also improves customer experience, contributing to the sustainable development of the business. FPT.AI hopes that this article has provided you with an overview of callbots and the benefits that FPT.AI callbots bring.
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